Change agents: Safelite

Editors’ note: This post features Bret Taylor, CEO of Sierra and Renee Cacchillo, President and CEO of Safelite.

How Safelite is transforming auto glass services for customers and insurance partners.

When a rock cracks your windshield, it's more than just broken glass — it disrupts your day. In these situations, customers want more than just a repair; they seek a company that can make an inconvenient problem conveniently disappear.

This is why we’re excited to announce the launch of Agent-Maker, Safelite’s AI-powered claims management tool for insurance carriers. Built on the success of Safelite’s direct-to-consumer AI agent, this program streamlines the glass claims process, providing immediate, knowledgeable assistance for both insurance companies and policyholders.

People typically replace their windshield only once every seven years, and when they do, they have numerous questions. Does my insurance cover it? What kind of glass do I need? How long will it take? Do I need my camera recalibrated? Should I go to a shop or have someone come to me?

That’s where Scarlett, Safelite's direct-to-consumer AI agent, steps in. Acting as a digital concierge from the moment the glass breaks to the moment you drive away. Scarlett is available 24/7 via chat and voice. She answers questions, explains options, and guides customers through the booking process, no matter when or where they reach out.

Scarlett draws on the collective expertise of Safelite's technicians, customer service representatives, and specialists. Customers have expressed surprise at her knowledge, given she can accurately capture complex last names and instantly identify vehicle models and years just from a license plate.

Now, we are bringing that same intelligent and customer-first approach to our insurance partners. With Agent-Maker, insurers can customize their own AI glass claims agent that provides instant, accurate, and actionable guidance to policyholders — whether they call at midnight on a Saturday or during their morning commute. Policyholders receive clear and consistent answers about their coverage, as well as support for filing claims or scheduling repairs, all in one seamless experience.

Scarlett has already achieved high resolution rates and strong customer satisfaction scores from consumers. We’re confident that Agent-Maker will deliver similar results for insurers by simplifying and streamlining the claims process. This innovative program combines Sierra's leading conversational AI platform with Safelite's extensive expertise in auto glass claims and repair. This partnership benefits both insurance carriers and their policyholders.

Agent-Maker also frees customer service representatives from repetitive tasks like data collection, allowing them to focus on what they do best: building trusting and empathetic relationships and helping customers in need make informed decisions. Each interaction generates insights that can enhance the customer experience — not just through AI, but across the entire operation.

The companies that will thrive in the AI era will be those that can adopt this technology quickly and utilize it to create better, more human customer experiences at scale. In the glass industry, that means recognizing that we are not just fixing auto glass, we are delivering intelligent experiences and peace of mind.